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Topics started by jeremy.bell

8 Topics

J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

How to better navigate our canned responses

Our customer support team has grown significantly in the past year, and with this bigger team, we are starting to notice some serious problems with how FD handles canned responses.  Our C.R. database has become pretty big, and finding the right one has become increasingly difficult.  It's not practical to try to scan through all the CR's in a given category, so we have to use the text search field, which is very problematic.  Here's an example:  We have a CR named "How do I use my activation code?"  If I enter that exact text into the search field, I'll get a long list of CR's, and the correct one is the ninth on on the list!  Most of the search results don't even contain most of the words in my search term, even if it put it in quotations marks!Right now, to train new support staff, we have no choice but to tell them that they have to simply memorize the which search terms will produce each CR, which obviously will not be sustainable as our company grows.  There doesn't seem to be any

10
M
Contributor
3 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

Archival

We recently discovered that our older tickets are now categorized as "archived."  None of us had any idea this was coming.  I'm not sure if FD gave us a heads up and we just missed it, or what. We do get a lot of mail from FD.Anyway, we'd really like to get some info on what exactly this means for our ticket database.  It would be great if someone could point me towards an article or something.One thing I've noticed is that now when we do tag searches, our older tickets don't appear in the results anymore, which is a problem for us.  Also, we recently added a "Type" field to our tickets, so now we need to retroactively set the type for all tickets that used to use a specific tag that is now covered by a type.  But unfortunately, it doesn't seem possible to apply bulk actions to archived tickets, which is also a problem.I'm just wondering if there is any solution for us.

4
J
Contributor
6 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

What to do when customers give us their cc number

Of course we tell them not to, but occasionally customers will give us their credit card number in a support ticket.  In order to be compliant with regulations, we can't keep messages that contain cc numbers.  Is there a way to delete just that one message without deleting the whole thread?

7
J
Contributor
6 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

What's wrong with this picture?

See attached.  This does not exactly instill confidence.

1
D
Contributor
6 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

New search features

A couple months ago, we got an email from FD saying that there were new advanced search features now. At the time I didn't have time to check it out, and now I can't find the email.  Can someone send me the link that was in that email so we can check those features out now?  Thanks.

2
J
Contributor
6 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

Text formatting issues

Does this happen to anyone else? Our customer replies appear like this occasionally.  It's really annoying.

3
aravind.sundararajan
Skilled Expert
7 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

How to prevent tickets from getting split into a new thread?

This is a big problem for us.  A customer's reply to an ongoing support thread will create a new ticket, instead of being added to the original thread.  It seems to happen in about 1 out of every 10 tickets.  We've been searching all these orphaned responses for some kind of pattern.  At first we thought maybe it was happening because the customers were responding from a different email address.  But no -- we verified that at least some of these orphaned responses definitely came from the same email address that was used to create the original ticket.  And the original threads were definitely "Open" or "Waiting for reply" when the response came in.So at this point, we're kind of at a dead end.  How can we stop this from happening?  It's becoming a bigger problem as our company grows and we have to train new support people.

5
T
Contributor
7 years ago
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk

How do I organize tickets by tag?

We're trying to generate statistics about the breakdown of issues that are coming in.  We just need to be able to see a list of all the tags we're using, along with the number of issues for that tag.  And we need to be able to arrange those numbers from greatest to least.I have looked and looked, and haven't been able to find a way to do this, other than to just enter in each tag one at a time, and then write down each total, which obviously isn't practical.  Please advise.

2
A
Community Debut
8 years ago

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